Vp of Customer Support | Support Automation - Feufo Inc

The Vice President of Customer Success will lead efforts to ensure exceptional customer experiences and achieve a 4.9 rating on all app stores. This pivotal role focuses on driving customer satisfaction, loyalty, and advocacy by implementing comprehensive customer success programs, managing all customer-facing teams, and fostering a customer-centric culture throughout the organization.

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Key Responsibilities

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Leadership and Strategy:

• Develop and execute a customer success strategy aligned with Benjamin’s business objectives and customer experience goals.

• Lead, mentor, and develop a high-performing customer success team.

• Collaborate with executive leadership to prioritize customer success initiatives.

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Customer Experience Enhancement:

• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.

• Develop and implement strategies to enhance customer satisfaction, retention, and advocacy.

• Work closely with product and engineering teams to ensure customer feedback is incorporated into product development.

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Customer Feedback Management:

• Oversee the collection, analysis, and response to customer feedback across all channels.

• Implement a system to ensure timely and effective responses to all customer reviews, both positive and negative, on app stores and other platforms.

• Use predictive analytics to anticipate customer issues and address them proactively.

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Key Programs to Launch:

a. Diving Catch Program:

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Objective:

& Ensure all Benjamin users are satisfied with the level of service, trust the brand, and achieve a 4.9 score for app store ratings.

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Components:

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Employee Engagement:

& Train and empower employees to respond to negative reviews and maintain a pulse on customer satisfaction.

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Comprehensive Review Response:

& Develop a system for responding to all reviews, emphasizing customer appreciation and addressing concerns promptly.

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Proactive UX Monitoring:

& Implement data-driven mechanisms to identify and address negative user experiences before customers reach out. Use predictive analytics to anticipate potential issues.

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Compensation for Negative Experiences:

& Create a policy to compensate users for negative experiences, including non-monetary dissatisfaction, to show commitment to customer care.

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Root Cause Analysis:

& Establish a process for root cause analysis of identified issues and develop action plans for resolution, ensuring continuous improvement.

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Feedback Loop:

& Develop a feedback loop to continuously integrate insights from customer interactions into product development and service improvement.

b. Customer Service Standards and Procedures Review:

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Objective:

& Conduct a comprehensive review of customer service standards and procedures.

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Components:

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Documentation:

& Develop and maintain thorough documentation of all customer service procedures and standards.

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Quality Assurance (QA):

& Implement robust QA processes to regularly review and assess customer service interactions, ensuring high standards.

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Training Programs:

& Create and execute comprehensive training programs for customer service representatives to equip them with the necessary skills and knowledge.

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Feedback and Improvement:

& Establish mechanisms for continuous feedback and improvement, incorporating customer and employee suggestions into service enhancements.

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Performance Metrics:

& Define and track key performance metrics to measure customer service effectiveness and identify areas for improvement.

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Best Practices:

& Research and implement industry best practices to elevate the overall customer service experience.

5.&

Customer Advocacy and Community Building:

• Develop and implement programs to build a community of loyal and engaged customers.

• Foster relationships with key customers to create brand advocates.

• Organize customer success events, webinars, and other activities to strengthen customer relationships